Legal Research

"Surveys - The Good and Ugly"

Posted by Ed Poll: "In a recent blog post, I commented that you should talk to your clients - do a survey of them to determine if they think you are meeting their expectations.

On a recent trip to Castle Inn, in Newport, Rhode Island, I was very impressed with their facilities..

...The day after departing, I received an email with a request to take a survey. Most often, I ignore these. But, this time, I did respond. I wanted to let them know that their food was superb; the chef had been accommodating to my request to prepare a vegan menu for me in addition to the exquisite quality of the food in general. But, I had been mildly upset by their absence of a workout facility on the premises.

No more than a day later, I received a follow up letter from their manager, thanking me for my response. This was not a form letter. This letter i) thanked me for my response; ii) said my compliments about their food would be conveyed to the chef, with their appreciation; and iii) explaining their rationale for not have a fitness room on premises.  My survey response had been read and a personal note in reply was crafted. That has never happened to me before.

In asking for survey responses, be sure you act. In some fashion, respond to the survey responders. Let them know what you will do with their voluntary critiques, given at your request..."

The full text of this post is available by clicking on the author's name.

Source: LawBiz Blog, 16 May 2010. © 2010 Edward Poll & Associates, Inc., reproduced with permission of the author

Full post as published by Stark County Law Library Blawg on May 18, 2010 (boomark / email).